Team Lead (Business & Operation)
Allied Bank
Total years of experience :17 years, 11 Months
Continuous improvement and optimization of business, which increase customer satisfaction, reduce unnecessary OPEX and Cut CAPEX wastage. Per transaction cost and profit analysis
Checking of account opening / request issuance of VDC and Cheque book as per OM
To check and report KYC for walking client or any deviation if observed
Leading a team to perform in functional & matrix structure
Designed and successfully implemented 20 QA standards for Uni Bank system
Designed and implemented 49 QA standards for T-24 system
Designed service standards for Human Resource Group, Establishment group and General Service & Security
Streamline branch-banking procedures and strive to eliminate process wastages, which incredibly increase profit
Team member for Branch Operations Process Improvement
To highlight suspicious activity through predefined reporting process, which will save bank repute and unseen losses
Process development & reengineering resulting in improved customer experience
Designed & Implemented Qmatic system, which shows real time productivity of branch staff in head office
Visit of branches & other support functions for checking of process implementation
Reduction of Customer Complaint Incidence by 40% in Central 1 & Central 2 group
Conduct Quarterly Off hour Review
Escalate compliance issues proactively to management through Service Snapshot on weekly basis
Conducted Customer Insight Survey for 1000 customers
Conducted mystery shopping survey on regular interval for 400 branches
Managed team of Customer Support Officers in Central 1 & Central 2
Drafted circulars on various service issues/matters
To train bank staff on Service related issues
Developed & successfully implemented processes related to transaction and activation on devices
Developed plan to save cost which effect profitability
Re-engineered various customer touch points processes to ensure smooth process of operations
Re-engineered various customer service process
Liaison with other departments for timely execution of field staff training with HR, Technical & Engineering
Conducted GAP analysis on 2nd re launch of Wateen, identify the issues and successfully covered gap
Developed and assist Quality department for development and quality control plan
289 Contact hours of training from front end to back end staff, which also included field engineering staff
Process designing and implementation for Field engineering
Developed interactive training modules for call center staff
Coaching & Mentoring of Contact Center staff on mystery shopping results
Developed online training system web based and share drive based for access 24/7 with IT
Designed Quality Assurance Manual for customer touch points & sales
Developed & periodic review of Customer Service Policies
Developed & Successfully implemented new processes for financial transactions
Developed and successfully implemented processes for all Customer touch point across Pakistan
Developed business plan for CSC making customer touch points into profit center by 30%
Conducted several UATs and FUTs for new system developments
Handled the tasks of implementing, developing and maintain quality system policies
Conducted periodical review of training need assessments and provide feedback to the management
Maintained competencies of customer service staff as per the set standard ensuring that the quality standards met at all customer touch point
• Develop service quality management program for consumer assets
• Played key role in the creation of an proficient and efficient system for ensuring the quality of application & documentation
• Developed and provided data and quality review to senior management team
• Prepare, schedule and perform training of new hires
• Keep knowledge of branch products
• Offer on-going training to existing retail employees including consumer lending, sales techniques, account opening
• Coordinate and implement all activities related to several training courses offered including course and sending out invitations to participants, instructor scheduling, maintain sign in records, ensuring correct room setup and equipment, ordering materials to admin and maintain inventory.
• Successfully assisted customers in consumer asset department
• Frequently requested by repeat customers for assistance in the complaint
• Served as bank representative on various platform where bankers discuss mutual customer service concerns
• Dealt with customer service concerns and complaints by phone and in person
• Successfully completed NIB - PICIC branch integration project
• Maintain coordination with Alternative Distribution Channel for installation of on-site & off site ATM installation
• Staff training on Assets & Liabilities products
• Launch of Auto Finance - Lahore Training of staff, Service Policy, ensuring TAT, down payment, contest cases, miss commitment and other related issue
• Launch of NIB PROMISE, Training & requirements to operations & staff. Doc required securitization of application, keeping record of all encashment & other added deposits.
• Launch of SBL-Lahore, TAT, Training, Service of staff customer Lahore & Multan
• Minimize consumer asset complaints by training of staff on highlighted issues
• Ensure through visiting branches that customer should get optimum level of service
• Built a rapport with customer and offer other bank products